Tips for a beginner

Hey Marie,

Annie here, from the Support Team. So excited to see you’re getting started with Front — welcome! I’ve put together some helpful resources to help get your Front journey started:

• Getting started: Walk through the basics of setting up your new Front account. 

• Front Academy: Learning paths for your journey to become a Front expert

• Live office hours: Sign up for weekly office hours hosted by Front's education team

• Resources: Guides, webinar events, and ebooks

• Help Center: Articles and documentation

Those should all get you using Front in no time. 

Relating to your SLA question - I would recommend leveraging Front’s SLA rule template (called time goal rules) to set up SLAs. They can also be used to notify teammates and/or tag conversations for analytics or searching purposes. The following Help Center article has more information that I would recommend checking out: Time Goal Rules

I hope you have a lovely day!

Hi Marie,

We use SLAs internally to help us track response time. For certain teams we require a reply within 10 minutes and others within 30 minutes. We use SLAs to fire off warnings to either the lead/manager or the entire team when an SLA is about to be breached. It allows us to ensure we’re replying within the timeframe we’ve promised our customers and provides a good internal tracking metric. 

Rob

​@mariejoseph_ngamvoa welcome to Front! A few tips top of mind that customers find useful:

1. SLA warnings: When you set up an SLA breach rule, you have the option of also enabling the warning before the breach occurs so that your team can prioritize these conversations before they breach -- steps 6 and 7 here.
2. Add view to your sidebar: Once your SLAs are set up, create views for the team to pin those SLA tags to their sidebar to quickly see items approaching breach or that have breached. This way, you don’t need to scan the whole inbox to find those items.
3. Time goals report: You can use this analytics report to track your breaches and use it to improve your operations. You can even click into each metric to see what conversations contributed to the number. 

Hope that helps!